A University's perspective on New Relic
Updated February 28, 2023

A University's perspective on New Relic

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with New Relic

New Relic is being used by the University of South Australia (UniSA) Information Technology Unit to provide detailed insight into the end-user performance, availability, and error rate of the University's applications. The Unit supports critical systems that serve over 32,000 students.
  • Detailed insight into application bottlenecks.
  • Excellent instrumentation and customizable dashboards.
  • Integration with other products (e.g. StatusPage and PagerDuty) to provide a versatile ecosystem.
  • Vulnerability Management has been recently added, but lacks support for key development languages such as .NET and PHP. Supporting these would greatly assist our organisation.
  • The MTTR is clearly faster as problems can be proactively identified and resolved quickly. This has an impact on the student and staff experience and reputation.
  • Utilizing New Relic in a staging environment allows us to identify issues (that may have gone unnoticed) prior to deployment.
  • Applications have been progressively enhanced through analysis of real end-user load times and errors.
New Relic provides a detailed monitoring solution that gives us insight into the various levels of the application stack including: - Database query. - Performance server performance and metrics application server. - Performance browser performance. - Error logging and aggregation. - Log data. Utilising the entire stack allows a data-rich view of our hundreds of consumer services, ensuring a good experience for our customers.
Our services/applications are primarily still on-premise and do not reside in the cloud.
Our organization has significantly benefitted from our DevOps integration with New Relic. New Relic gives us the confidence that we have had a successful deployment. Our development pipelines automatically add a deployment marker into New Relic to allow us to draw a line in the sand before and after the release. We also have tight integration with PagerDuty to be alerted to any issues immediately. Detailed SLA reports within New Relic provide valuable insight into weekly performance and Apdex scores. Our development cycles have been accelerated as we can deploy safely with the knowledge that we have a high-performing and stable product thanks to the use of New Relic in our staging environments.

Do you think New Relic delivers good value for the price?


Are you happy with New Relic's feature set?


Did New Relic live up to sales and marketing promises?


Did implementation of New Relic go as expected?


Would you buy New Relic again?


Our University predominantly uses it for monitoring web applications which it is well suited for. We also use it for API monitoring, but this does not provide any "Browser" data (which is to be expected). By combining the Browser, APM, and Infrastructure components of New Relic, UniSA has high visibility of any potential issues with any web applications and API's.

Using New Relic

45 - New Relic is used predominantly by IT personnel in our central unit. These IT staff support applications and services used by all areas of our organisation, such as teaching, finance, HR and student support.
3 - New Relic essentially supports itself, but we have a few key people that are advanced New Relic users and assist other IT staff in using New Relic. The skills required include analytic skills, query writing (i.e. NRQL) for dashboards and reports, and staff that are familiar with the underlying systems that New Relic monitors.
  • Application monitoring
  • Transaction traces
  • Integration with other related products (e.g. PagerDuty)
  • Service Maps assist in the verification of our CMDB data
  • The new Vulnerability Management will assist in identifying security concerns in our applications.
Fantastic and very valuable product that gives insight into the performance and availability of our applications.

Evaluating New Relic and Competitors

  • Product Features
  • Product Usability
  • Product Reputation
Potentially trial multiple products to compare functionality between them.

New Relic Implementation

The implementation was simple for us, and we have subsequently improved the implementation, adding Azure AD authentication (instead of Forms)
Change management was minimal

New Relic Support

Typically the New Relic support resolves our questions quite quickly. We have a current call that has dragged for a while, but the support engineer appears keen to assist.
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support cares about my success
Need to explain problems multiple times
Uncertain whether we have premium support, but I don't expect so. This hasn't been discussed with our Account Manager.
Yes - We are currently working through a bug that is impacting some of our services. This call is in progress.

Using New Relic

Mostly a good interface, but some areas could be tweaked.
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Feel confident using
  • APM is very intuitive and the visuals are easy to interpret
  • Dashboard creation is easy to undertake
  • Service Maps are easy to visualise the application
  • Alert policy creation can be difficult to use and I find is sometimes inaccurate
Yes - Works well and is very useful if urgent insight is required.